It's the typical IBM support experience. Sometimes, you send a message, and you can tell it'll be handled in India or some other company. 

You get the feeling that some support staff are just waiting to go home, but sometimes you get a really good person who follows through. It's inconsistent.

Support is definitely a weak point.

I don't work directly with tech support but I know they are very quick in dealing with fixes. Some can be dealt with on the spot but if it requires rolling out a fix, they create a ticket and are very responsive. 

Critical issues are resolved quickly by technical support, but there is a delay in response to items related to the product, deployment, or low production environments.  

My colleagues and I have discussed that PMRs will take some time to resolve because the product is newer and only launched a few years ago. 

If a customer reports an issue, support should at least acknowledge it quickly. 

There is a laptop vulnerability, so we connected with IBM's tech support about that.

The technical support services need improvement in terms of response time.

We get good technical support from the local IBM, though there's less support for older versions.

Most of my interactions with customer service and support were related to infrastructure queries rather than platform-specific issues. Initially, when we began using the containerization approach, some hidden issues were inherent to this new method, which required support. While I would classify the support as something other than the best, they eventually resolve issues. Quick responses were typical for simpler queries, but resolution could take anywhere from a week to two weeks for more complex or bug-related issues. For these instances, they often needed to escalate the matter to their development team for a comprehensive solution.

The overall competence of the solution's first-tier support should be improved since the second and third-tiers are good. The solution also needs to enhance remote support, including opening remote sessions with customers and not depending only on collecting logs. They need to go to layers two and three to connect with you on your system. Having it in earlier stages can speed up solving the problems quickly.

We have not dealt with technical support as we haven't had any issues. 

I don't deal with IBM support, but the administrator of this operation had some issues. They reply in one or two hours at most, but they could be better. 

Technical support takes time to respond.

IBM has a good presence here and the remote support is good. Getting on-site support is more difficult but it's the same with all the products. 

They give excellent technical support.

Technical support is good.

The technical support is very good.

I have used the tech support, at the very beginning when we had it. We didn't really know how to use it and they were very helpful.

Technical support has been good all around. If you look over a longer period of time, there have been certain cases where, for certain issues, we have gone back and we haven't received a response in a matter of days. That's not ideal because we are in production.

I would give the technical support a 8/10 rating.